Service Delivery Manager

About Austin Technology
Austin Technology empowers Perth's SMEs by resolving IT challenges and fostering business growth. We simplify IT management, enabling businesses to focus on their core operations with peace of mind.

Our expertise in delivering integrated infrastructure solutions helps businesses overcome challenges and adapt to either on-premises, cloud, or hybrid setups.

Recognized by Cloudtango for our excellence in IT services, we're celebrated for our innovation, cybersecurity, and customer satisfaction in Australia. As a Cloudtango-selected MSP for 2024, we stand out for exceeding expectations and delivering outstanding IT solutions.

About the Role

In this pivotal position as Service Delivery Manager, your mission is to guide our technical team, championing the provision of IT support that is both prompt and top-notch, all while aligning with ITIL guidelines. You're at the helm of ensuring stellar service support to our clientele, managing both incidents and requests, and fostering our Service Delivery's continual enhancement. Your role extends to managing technical escalations and partaking in strategic vCIO services and account management for our principal clients.

Responsibilities

• Handle Level 2 and Level 3 technical escalations, demonstrating expertise across a broad spectrum of IT domains including Microsoft 365, Cybersecurity, Infrastructure, and Networking, ensuring complex issues are resolved promptly and efficiently.
• Spearhead the service desk team, offering both direction and backing to secure superior Service Delivery.
• Craft and oversee Service Delivery processes in line with ITIL best practices, with a focus on incident and request management, problem solving, and access control.
• Track service desk performance, creating reports and conducting reviews to pinpoint improvement opportunities.
• Serve as the escalation point for intricate issues, guaranteeing their prompt and efficient resolution.
• Collaborate with various departments to ensure IT support is in sync with wider business goals and client requirements.
• Initiate training and development for service desk personnel to boost their ITIL process knowledge and technical skills.
• Engage in IT service continuity planning, preparing the service desk for efficient incident and disruption response.
• Promote a team atmosphere that values cooperation, knowledge exchange, and effective communication.
• Manage the entire incident management process to resolve incidents quickly, minimizing service disruption.
• Liaise with internal and external parties to ensure fast incident response, maintaining adherence to SLAs.
• Classify incidents by their severity and impact, taking swift action for resolution.
• Analyze incident trends to identify and address root causes, reducing future incidents.
• Establish and maintain incident management documentation and reporting, adhering to industry and internal standards.
• Proactively engage with key clients to deliver quarterly business reviews, ensuring alignment on performance metrics, service satisfaction, and future objectives.
• Lead strategic planning sessions with clients, identifying IT goals, challenges, and opportunities to align technology solutions with their business needs.
• Oversee the budgeting process for IT services, working closely with clients to forecast expenditures, optimise investments, and ensure value for money in IT spending.
• Provide vCIO services, offering expert advice on technology trends, investment strategies, and IT infrastructure planning to support clients' strategic business growth.
• Develop and implement strategies aimed at transforming our clients' IT landscapes, with a focus on modern work practices, to enhance productivity, collaboration, and business agility.
• Advise and consult with clients on continuous IT improvements, leveraging the latest technology trends and solutions to drive innovation, efficiency, and competitive advantage.

Skills and Experience

• Demonstrated leadership experience in a service desk or technical support role, preferably within an MSP setting.
• In-depth understanding of ITIL frameworks and proven ability to implement ITIL-aligned processes.
• Exceptional leadership and team management skills, aimed at driving operational excellence.
• Proficient problem-solving skills, focused on delivering outstanding customer service.
• Strong communication and interpersonal abilities, able to collaborate effectively with both clients and internal teams.
• ITIL certification (e.g., ITIL Foundation) is highly valued.
• Capacity to excel in a fast-moving environment, managing several priorities effectively.
• Applicants should possess a broad technical skill set and, ideally, experience across various hardware, operating systems, and software platforms.
• Utilise a wide-ranging skill set to offer advanced support and solutions, particularly in areas of high demand such as Microsoft 365, safeguarding digital assets with robust cybersecurity measures, optimizing infrastructure, and enhancing networking capabilities.
• Proven ability in building and maintaining strong relationships with clients, showcasing the capability to understand and meet their unique needs through exceptional engagement strategies. Experience in conducting regular reviews, strategic planning sessions, and providing vCIO services to foster trust and ensure client satisfaction.
• Outstanding customer service prowess, with a track record of exceeding service expectations. Skilled in empathetic communication, problem-solving, and delivering solutions that not only resolve issues but also enhance client loyalty and satisfaction.

A deep familiarity with MSP platforms like Automate / Ninja RMM / Halo PSA.